Context:

A Model Panchayat Citizens Charter/ framework for delivery of the services across the 29 sectors, aligning actions with localized Sustainable Development Goals (SDGs) as prepared by the Ministry of Panchayati Raj (MoPR) in collaboration with the National Institute of Rural Development & Panchayati Raj (NIRDPR) has been released.

Model Panchayat Citizen’s Charter 2021

The Panchayats will utilize this model, and with the due approval of Gram Sabha, would draw up a Citizens Charter which will contain the list of different categories of services provided by the Panchayat, and their condition, and the time frame.

The model framework states:

• “A Citizens’ Charter is a tool to achieve good governance. Successful implementation of Citizens’ Charter improves service delivery, brings responsiveness on the part of Panchayat functionaries and enhances Citizens’ satisfaction.”
• It is expected to empower citizens and bring professionalism in the Panchayat functioning.
• According to the document released, the following information needs to be provided under service standards:
  • Name of the service
  • Details of the service, including beneficiaries and eligible persons, fees, etc.
  • Time frame to deliver the service
  • Name and contact details of the person in the Panchayat responsible for providing the service
  • Grievance redressal: The Sarpanch and the Panchayat Secretary must be accessible to the Citizens to listen to the grievances the contact details of the authority to whom citizens need to contact for any such complaint
• The framework also states that while preparing the charter, the Panchayat should seek the views of the Panchayat Secretary and other officers of the concerned line departments.